Sr. Associate, Consumer Experience Operational Support

SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.

ABOUT THE ROLE

SCJ strives to be the most trusted company on planet. The goal of the Consumer Relationship Center is to contribute to that trust and exceed consumer expectations by continually striving to innovate and provide best in class consumer care, engagement, and community on behalf of our Global Consumer and Lifestyle Brands.

In this role, you will develop global best practices that can be implemented within region and ensure compliance to global corporate policies.  You will be supporting the team of internal and external Customer Relationship Center hubs around the globe, and management of all channels/methods/means of consumer contact & engagement.

The Sr. Associate, Consumer Experience Operational Support reports to the Manager, Consumer Experience Center and is responsible for coordinating, communicating and executing various programs and activities related to a Best In Class consumer affairs operation, consistent with designated service and satisfaction strategy. The annual contact volume is 800,000. In this role, you will serve as initial point of contact and liaison for vendors, partners and internal clients on matters related to frontline contact handling. You will demonstrate the ability to develop a strong knowledge of call center management to the expert level. 

KEY RESPONSIBILITIES

• Develop global process documents and procedures to support best in class service and operations around the world

• Work with Regionals to ensure sustainable processes adhering to CEC protocols

• Administrative project management of new global product integrations, including Lifestyle Business Units and Corporate New Ventures

• Interface and liaise with corporate governance departments, such as GIS, BPT and GIA to understand requirements and ensure CEC adherence to policies

• Support Regionals in all types of Audit: PSRE, ISO, internal/external

• Work closely with Regionals to ensure glocalization of protocols & KPIS

• Vendor Risk Assessment renewal & tracking with Regionals

• Manage and oversee CEC CRM system access requests

• Responsible for execution of global product knowledgebase maintenance and tracking

• Documentation of standard operating procedures

• Perform annual audit of compliance to quality standards, protocols and requirements

• Discover and implement global trainings with Regionals to support best practice initiatives

REQUIRED EXPERIENCE YOU’LL BRING

• Bachelor’s Degree with 2+ years of Consumer Affairs or Contact Center experience

• Qualified candidates must be legally authorized to work in the US

PREFERRED EXPERIENCES AND SKILLS

• Strong computer skills and knowledge of office technology/equipment.  Excellent working knowledge of Excel, Word, Outlook and PowerPoint. Experience working with SAP

• Know-how and track record of results delivering the customer experience in CPG consumer affairs

• Excellent understanding of the dynamics, principles and technology employed in inbound contact center management

• Versed in inbound call center technology, e.g., telephone, ACD routing, CRM contact handling systems, online knowledge base tools, WFM software, digital listening, monitoring and response tools, etc.

• Strong analytical/critical thinking skills

• Team building skills, especially cross-functionally and across countries

• Ability to work independently, manage conflicting priorities and multiple tasks

• Excellent communication and interpersonal skills

• Ability to implement and ensure standards/controls internally and externally

• Ability to speak and write with fluency in English

• Experience supporting consumers in a contact center environment

• Flexibility to work weekends and alternate hours as required

JOB REQUIREMENTS

• Full Time role in Racine, WI

• Ability to spend ~ 25% time at Call Center in Neenah, WI